Jan 19, 2023

Tech Support Specialist - 12 month fixed term contract

  • REA Group
  • Richmond, Melbourne VIC
Full time

Job Description

We’re REA

An Australian start-up success story we’re quietly proud of.

From a garage in Melbourne to the global stage is an achievement we’re humbled by. Our idea to put pictures of houses on the internet has blossomed since 1995, and we now have businesses across Australia, Asia, India and North America.

Our purpose is to change the way the world experiences property. No matter where you’re at on your property journey, we’re here to help on every step – whether that’s buying, selling, renting or renovating.

Some of our brands include realestate.com.au, realcommercial.com.au, spacely.com.au, Flatmates.com.au, Smartline.com.au and Proptrack.com.

               

What we’re doing

As Tech Support Specialist, you’ll be part of our End-User Computing team. End-User Computing (EUC) sits in the Enterprise Tech Tribe within the Tech and Data business. The Tech and Data team is responsible for providing the technology and data platforms underpinning REA's products, services, and operations.
 

As Tech Support Specialist, you’ll help REA deliver outstanding tech support ensuring 1500 global employees are happy and productive by empowering them with the best technology. This is all done at our tech desks, which are Apple Genius Bar style, where employees walk up and receive face to face support and incredible customer service. Your ability to troubleshoot on the fly is your superpower. You thrive solving problems and love engaging with people to help offer tech support at all levels (yep, some q’s that come your way may give you quite a giggle). While no two days are ever the same, you’ll be responsible for the following:

  • Walk Up Area - Provide face-to-face support for our walk-up area which is an Apple Genius Bar style service available for staff. E.g. Problem resolution, identification of consulting/IT Project opportunities

  • Offer technical support and advice on systems, devices and user access management for all REA Staff

  • Encourage self-service for staff to resolve technical problems using engaging articles, digital dashboard content, automated macros within our ticket management platform etc

  • Contribute to broader Enterprise Technology Services projects as required by Project Leads and teams. This includes research, development and technical testing efforts

What we’re after…

  • Someone with a few runs on the board – at least 12 months in a Tech Support Specialist role

  • Passion, genuine care and love for helping to solve tech issues!

  • Someone with an exceptional work ethic, attitude and customer service outlook

  • Knowledge across Windows Desktop Platforms (Windows 7, 10), Apple Mac Platforms (macOS & basic UNIX fundamentals). Mobile platforms (iOS, Android)

  • Mobile device management platforms, best practices

  • Latest versions of Microsoft Office

  • Ability to demonstrate an understanding of network concepts, (Routers, switches, LAN/WAN), troubleshoot and break down hardware and software issues

  • Basic understanding of Microsoft Active Directory, Video Conferencing and Telephony Support, Security, MalWare, SPAM and modern technology practices

  • Qualifications in aligned technologies (e.g. certifications) highly desirable

  • Looks at tricky situations through a solutions-focused lens

  • Work productively in a fast paced and agile environment - #gsd (urban dictionary will help on this one!)

But we don’t just look for someone based on their skills and expertise.  It’s our connection, acceptance and genuine care for each other that makes REA a great place to work. That means you also need to be:

  • Savvy minded and have the ability to think a little left of field / outside the box

  • A strong and creative communicator

  • Friendly, approachable and have good relationship management skills

  • An avid supporter of our fully inclusive culture - we celebrate difference and ensure that everyone belongs

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
 

We offer:

  • A flexible working environment, meaning we strike the balance of what you need and what works for the business (and yes, our leaders fully understand the benefits of working flexibly)
  • A hybrid approach to the future of work - https://rea.to/hybrid-working
  • Generous and flexible parental leave offering for primary and secondary carers
  • Summer Fridays – time back to focus on your wellness every Friday afternoon from December through to March
  • Support for your mental and physical health and wellbeing via our ‘You Matter’ Program
  • Because We Care program which includes volunteer leave and community grants, to ensure you have the opportunity to give back to your community
  • Hack Days for you to bring so you can bring your big ideas to life in a supportive learning environment
  • An additional day of leave just for your birthday

Oh, and by the way:

At REA we value diversity and inclusion in all forms. Gender, religion, ethnicity, LBTGIQ+, neurodiversity and so much more. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you've got the must-haves, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?